SaaS Platform Operations Manager

Phaedon

full-time

Posted on: 9/22/2025

Origin: • 🇺🇸 United States

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💰 $95,000 - $140,000 per year

Mid-LevelSenior

AWSCloud

About the role

Lead small projects, triage IT incidents, mentor and lead junior staff, and communicate to multiple levels of stakeholders.
Manage incidents, change requests, and service requests for a SaaS Operations team (Note: This is not deskside support).
Monitor SaaS systems and cloud infrastructure for optimal performance and capacity management.
Lead or cross train in operational tasks such as certificate renewals and replacements, restarting VMs, and fulfilling security access requests.
Build collaborative relationships with development, operations, QA, security, project management, application architecture, hosting services, and business teams.
Support continuous improvement initiatives including monitoring, alerting, incident response, and reporting on system health.
Support migration of technologies/tools to AWS and operationalize new technologies.
Support the definition and implementation of Operational standards and maintain documentation as part of a knowledge base.
Contribute to technology/tool lifecycle management and serve in rotation with a 24x7 on-call IT support team.

Bachelor’s degree in information technology or a similar field of study AND 5 years of relevant experience or an equivalent combination of education and experience.
Experience leading and mentoring junior team members.
Experience working in SaaS Operations supporting software and infrastructure.
Proficiency in the use of application monitoring tools (e.g., AppDynamics, Cloud Watch, OpenSearch / Kibana) including experience building dashboards.
Strong computer knowledge including the MS Office Suite, VPN and collaboration tools.
Demonstrated triage skills for incident management.
Strong understanding of SaaS systems and how systems interact.
Familiarity with the function of key cloud infrastructure such as: VPC, ELB, EKS, MSK, etc.
Familiarity with security certificate processing, PGP keys, and common authentication patterns (e.g., OAUTH, SAML).
Project/program management experience.
Spirit of continuous improvement with an ability to explore and recommend new tools.
Must currently be legally authorized to work in the U.S. without sponsorship for employment visa status.
Serve in rotation with a 24x7 on-call IT support team.
Note: This is not deskside support.